Intake Customer Service Advocate

New York Life•Dallas, TX

7d•$42,000 - $45,000•Hybrid

About The Position

The Intake Customer Service Advocate handles incoming customer calls to initiate accurate Family Medical Leave, Paid Family Leave, Workplace Accommodation, Short-Term Disability, and Long-Term Disability claims. The role requires empathy, creative problem solving, critical thinking, professional interaction, active and passive listening, and effective use of computer-based resources to initiate claims and leaves accurately. The first 10 weeks of training take place onsite at 5005 Lyndon B Johnson Freeway, Farmers Branch, TX 75244, Monday through Friday. After training, employees are evaluated and, once proficient, move to a hybrid schedule: remote on Mondays and Fridays and onsite Tuesday through Thursday. Candidates must be flexible to work a shift starting between 7 a.m. and 7 p.m. CST daily. Performance is assessed through post-call customer surveys, including first-call resolution, overall customer satisfaction, demonstrated knowledge, and courteousness. The position is nonexempt and overtime eligible, with a salary range of $42,000–$45,000. It is eligible for a discretionary annual bonus; sales bonuses are not available.

Requirements

High school diploma or GED.
At least 1 year of call center and/or customer-facing experience.
Knowledge of PC operations and Microsoft systems, and technical aptitude to learn new systems and applications.
Demonstrated critical thinking to provide solutions to issues and recognize opportunities for improvement.
Ability to communicate clearly, concisely, and promptly through appropriate verbal and written channels.
Flexibility to work a shift time between 7 a.m. and 7 p.m. CST daily.

Nice To Haves

College degree.
Knowledge of Workers’ Compensation, Disability Claims, or Family Medical Leave processing.
Bilingual ability.

Responsibilities

Answer 35–45 incoming calls while processing an employee’s leave or disability claim.
Enter essential claim data into the appropriate leave system forms to document cases and customer interactions.
Build high-quality customer relationships by using information resources, active listening, and technical knowledge to respond to customers.
Multitask while gathering and entering necessary information.
Use a comprehensive approach to ensure the information provided results in successful claim submissions.
Meet team metrics, including quality monitoring, security verification, schedule adherence, production, attendance, and quality processing.
Respond to urgent and non-urgent inquiries within company service-level agreements.